Call Center Tender - Customer Service Call Center

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Projects Details:

Type : Tender

Id : 13834386

Category : Call Center

Title : Customer Service Call Center

Estimated Budget : Need Best Quotations

Total Requirement : Minimum 60 Seats & 3yrs. Contract

Description :

We are USA based organization. Out department is seeking is seeking a reputed call center provider (From USA Only) to operate and manage a Customer Service Call Center. Approximately 75,000 customers are served by us. We are providing services to families, children, and to individuals, including the disabled and seniors. At present approximately 30,000 incoming calls occur each month. At present, current call center has staffed 32 to 35 seats. Payment will be on monthly basis.

Scope of work:

1. Provide sufficient staffing representatives to cover our lobby area from 7:30 a.m. to 4:30 p.m. and ensure that during absences the lobby is maintained at this level (expected to be no less than two (2) working customer service representatives at all times).
2. Provide sufficient customer service representatives dedicated to answering telephones.
3. Hire, train and manage the Call Center staff; provide ongoing training.
4. Submit monthly activity reports to our Division Director or designee and other reports as requested.
5. Attend meetings and participate in process improvement teams, as requested.
6. Provide wages that are industry competitive to attract and retain quality and dedicated customer service representatives.
7. Maintain staffing levels to meet performance standards.
8. The provider must have staff available to assist Spanish speaking callers and lobby visitors. Off site call center must serve both Spanish and Russian speaking customers.
9. Hours of operation must be 7:30 a.m. to 4:30 p.m. Monday through Friday (must be available every day the department is open for business).
10. Follow-up on all customer inquiries in accordance with established our procedures.
11. Provide all responses to customers in a courteous and respectful manner.
12. Answer and respond to a minimum of 85% of incoming calls to the Call Center. No more than 15% of calls can be referred back to the case worker for resolution on any particular day.
    

Pre-Proposal Conference (optional) will be held on 13th June, 2008 at given address. Interested providers are requested to send their responses on or before 1st July, 2008 by 5:00 (Local Time). For more details have a look on attachments. Telephone enquires will not be accepted.

Country : United States

Status : Closed

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